Xcitium Platform

• Service Desk - Quick Start Guide
  • Step 1 - Login To The Admin Console
  • Step 2 - Create New User Roles (optional)
  • Step 3 - Create New Departments (optional)
  • Step 4 - Add New Support Staff
  • Step 5 - Add Ticket Categories
  • Step 6 - Enroll Users
  • Step 7 - Create New Customers And Assign Users To Customers
  • Step 8 - Create Service Contracts For Customers
  • Step 9 - Manage Tickets
  • Step 10 - Manage Knowledgebase
  • Step 11 - Access Control Settings
  • Step 12 - Configure Auto-response Emails
  • Step 13 - View Reports
• About Comodo Security Solutions

Step 3 – Create new Departments (optional)

• Service Desk ships with three default departments:

• Maintenance

• Support (default)

• Sales

• All new staff are initially assigned to the default, 'Support' department. You can change the default department at anytime in 'System Settings & Preferences' ('Admin Panel' > 'Settings' > 'System')

• Tickets are also be assigned to the default department if they are not already routed to a different department. Tickets can be re-routed by ticket category, by incoming mail, or by ticket filter. See 'Ticket Settings and Options' in the admin guide for more help with this.

• You can create additional departments based on your requirements. For example, a department called 'Computer Maintenance' could be populated with staff who have the required skill set to deal with such tickets. Ticket Categories and Ticket Filters scan be configured to route new tickets to staff members in the appropriate department

• Open the 'Admin Panel' (see last link on the left)

• Click 'Staff' > 'Departments' in the left-hand menu

• Click the 'Add New Department' link:

•  Create a label for your new department. This is the minimum required to create a department to which staff can be assigned. You can accept the rest of the default settings and properly configure the department later if you wish. 

• Select whether the department should be 'Public' or 'Private'.

'Public' - Users can submit support tickets to public departments. Users can view the assigned department in the client portal.

'Private' - Users can submit support tickets to private departments, but cannot view the assigned department in the client portal. The department signature is not shown in email replies.

• SLA - Select the Service Level Agreement (SLA) for the tickets routed to this department. See https://help.comodo.com/topic-457-1-990-14506-Service-Level-Agreements-(SLA).htmlto read more.

• Outgoing Email Settings - Select the outgoing email address and email template set that should be used for this department's replies to users in response to their tickets. See https://help.comodo.com/topic-457-1-990-14485-Email-Management.html to read more.

• Autoresponder Settings - Configure auto-response emails sent to users whose tickets are assigned to this department. See https://help.comodo.com/topic-457-1-990-14501-Autoresponder-Settings.html for more details.

• Alerts & Notices - Select the recipients to whom alerts are sent. See https://help.comodo.com/topic-457-1-990-14502-Configure-Alerts-and-Notices.html for more details.

• Role Access - Select the roles so that the staff with those roles can access the tickets assigned to the department, and to participate in departmental activity.